AddressWith more than 210,000 members we’ve been a part of the Tasmanian community for 100 years – we're Tasmania’s shoulder to lean on and voice when it matters. Our values guide us in all that we do – Engage with Heart, Unleash Potential, Walk the Talk and Together we Thrive. With our local knowledge and as the state’s number one brand we’re here to support our members by helping them enjoy life, giving them a helping hand and making their money go further.
RACT is embarking on a significant transformation journey, and we have an exciting opportunity to join our Quality and Service Excellence team as a Workforce Management Specialist.
This role is responsible for analysing current staffing needs to identify and forecast future efficiencies and implement resource optimisation strategies. We’re looking for someone who has strong stakeholder engagement skills and who can be seen as the subject matter expert in workforce planning and provide guidance on key projects. This role will also maintain the day-to-day resourcing, forecasting and scheduling of staff across our Operations team to ensure our front line teams deliver exceptional service to our members.
A little bit more about the role:
- Ensure the member facing teams are adequately resourced to achieve targets and service levels through planning, rostering and real time management of resources.
- Strive to achieve industry leading contact centre performance and support the consistent achievement of individual and team key performance indicators (KPIs) through effective workforce planning and resource scheduling.
- Identify and manage issues and gaps in resourcing and incorporate business as usual (BAU) and strategic initiatives in planning and resourcing. Manage complex and unpredictable factors like member demand or employee turnover, balancing both employees and business needs.
- Inform and monitor attendance and scheduling of training both formal and informal to ensure required service levels are maintained consistently.
- Initiate and drive continuous improvement for rostering processes by analysing data and reporting to Leaders.
- Establish key relationships and work closely with the leadership team to provide a high level of advice and support on all workforce planning matters.
- Understand key activities (marketing, campaigns etc) and translate them into member contact volumes as well as the impacts on these activities to the member facing teams.
We have so much to offer when you join our team. Our flexible work environment helps you balance life’s commitments.
We offer exceptional career development. There’s also discounts on RACT products and services, access to all member benefits, reward and recognition programs, regular team activities, three reset days additional to annual leave, volunteer day program, paid parenting leave, and dog-friendly Fridays.
By joining RACT you'll be a part of an inclusive culture that celebrates diversity, recognising every individual for their unique differences.
We’re looking for someone who has:
- Demonstrated experience using WFM tools and software
- Knowledge of WFM principles and concepts (forecasting, scheduling and optimising)
- Ability to analyse data, generate reports and provide insights and recommendations.
- Demonstrate knowledge, experience and understanding of business systems and processes (an understanding of WFM is highly desirable)
- Demonstrated high level administrative skills (Project Management skills are highly desirable).
- Strong communication and engagement skills to drive mutually beneficial outcomes with key stakeholders and interact with people at all levels of the business.
- Excellent problem-solving and analytical skills, with a focus on customer experience and continuous improvement of systems and processes.
- Excellent time management and organisational skills to ensure all deadlines are met, with minimal supervision.
- Willingness to take on performance feedback and implement agreed outcomes.
If you want to be part of a workplace where you’ll feel like you belong, and you’ll have the opportunity to create a real difference in your community and environment - we would love to hear from you! Further information regarding this role can be obtained by emailing ***************@ract.com.au.
To apply, please submit your application via seek with an up to date CV and cover letter by Monday 13 May 2024.
